Zoho CRM: Workflow Automation for WhatsApp Notifications

Here’s how to create a workflow rule to send a WhatsApp notification:

• 1. Navigate to Workflow Rules: In your Zoho CRM, go to Setup > Automation > Workflow Rules.

  2. Create a New Rule: Click the “Create Rule” button. Choose the module you want to create the rule for (e.g., Deals). Give your rule a name (e.g., “Send WhatsApp on Deal Won”) and a brief description.

  3. Choose a Trigger: This determines when the workflow will start. Select a trigger that fits your needs. Common options are:

     • “On a record action”: This is the most common trigger. Use it to send a message when a record is created, updated, or deleted.

     • “On a date/time”: Perfect for sending reminders or follow-ups on a specific date.

     • “On a field update”: A great choice for sending a notification when a specific field’s value changes, like when the “Deal Stage” changes to “Closed Won.”

  4. Set the Rule Conditions: Specify the criteria that must be met for the workflow to run. For example, if you want to send a message only when a deal is closed, the condition would be: “Deal Stage is ‘Closed Won’.”

  5. Add an Action: Under “Instant Actions,” click the “+” sign and hover the “Custom Actions”.

  6. Select the Function: Select the “SendWhatsappNotifications(chatondesk)” function from the list of available functions.

  7. Configure the Action: A pop-up will appear where you can configure the message.

     • Choose a Template: Select the WhatsApp template you want to send.

     • Map the Phone Number: Choose the field that contains the recipient’s phone number (e.g., “Mobile” or “Phone”).

     • Save: Click “Save” to finalize the workflow action.

  8. Save the Workflow Rule: Click “Save” to activate the entire workflow rule.

  Now, whenever the conditions are met, the workflow will automatically trigger, and the WhatsApp message will be sent.